pathetic service at Foshini Eastrand mall

Good day

I am writing to bring to your attention a serious issue I had in the Foschini establishment for the last couple of weeks. We opened an account at Foschini end of August. My mother and I was interested in a sale that was running at that moment ( when you buy two pairs of shoes the second one is 50% off) hence we wanted it, but they were out of stock with the size.

The lady that assisted us initially was very friendly and advised that we take one in the correct size( 5blue) and the other incorrect (size 3 pink) then we can do an exchange in Johannesburg as she has confirmed that they’ve got stock of the size 5 pink shoe in question.

A week later on the 30th of August I drove to Johannesburg to do the exchange because I was advised they’ve got stock. Upon arrival I was assisted by Lihle ( a lady with dreadlocks) who confirmed with Wesley ( working with shoes ) that there was no stock.

With great disappointment I went to Eastrand mall again and I am extremely concerned with the lack of understanding I received from the staff member who helped me, I explained my situation and she was completely not interested while explaining she just returned the shoe, not asking me anything or advising what she is doing and left me there clueless.

I called the lady that initially assisted me and she was once again very helpful and phone Johannesburg again and they confirmed again that they do have stock, she also spoke to the manager that agreed that they would invoice the shoe again at the 50% discount as it was now retuned back to the store.

two months went by and I never received any communication or any update on the process. Then I contacted Illana (RM) and she tried to assist me and organized that the shoe was delivered to the store within 72 hours of contacting her but to my disappointment it is once again the wrong shoe. I explained the urgency of the shoe to her and I had to buy a new shoe in lieu of this chaos and constant running around. I've been to the store over ten times and all failed assistance. If I go to the store the its as if they don't even want to assist me, they pretend to not see my because they know the query. I have never experienced such pathetic service and I don't think any customer should be treated like someone that asked for the product but rather bought the product.

I contacted Illana again explaining that the incorrect color shoe was delivered and the consultants in store are not sure if that was my delivery. I don’t know what to do anymore. I really need assistance.

My contact details are as follows... ********** ********** 856

Regards Danielle McKenzie